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Keeta是全球領(lǐng)先的外賣平臺(tái)美團(tuán)旗下獨(dú)立品牌，專注于國(guó)際市場(chǎng)的餐飲與商品即時(shí)配送服務(wù)，致力推進(jìn)全球市場(chǎng)的創(chuàng)新發(fā)展，實(shí)踐“幫大家吃得更好，生活更好”的公司使命。
不到一年，Keeta便成為中國(guó)香港外賣行業(yè)的領(lǐng)跑者。隨后我們快速進(jìn)入沙特阿拉伯，現(xiàn)已覆蓋20余城。隨著近期成功開拓卡塔爾、科威特和阿聯(lián)酋，我們正帶著同樣的速度與創(chuàng)新前往中東更多國(guó)家和巴西。
崗位職責(zé)
1. 制定并持續(xù)完善騎手線下督導(dǎo)SOP，涵蓋抽檢流程、檢查清單、評(píng)估標(biāo)準(zhǔn)和獎(jiǎng)懲機(jī)制。依據(jù)客戶投訴率、客戶滿意度、騎手服務(wù)準(zhǔn)時(shí)率、裝備合規(guī)率及安全事故等核心指標(biāo)，規(guī)劃并設(shè)計(jì)區(qū)域抽檢計(jì)劃并組織督導(dǎo)實(shí)施。
2. 現(xiàn)場(chǎng)核查督導(dǎo)工作情況，包括騎手對(duì)履約SOP、服務(wù)話術(shù)、行為規(guī)范、著裝禮儀及安全操作的執(zhí)行情況，進(jìn)行評(píng)分、指導(dǎo)與現(xiàn)場(chǎng)糾偏。
3. 確保政府及平臺(tái)合規(guī)要求（證件審核、安全防護(hù)、裝備佩戴）得到有效落地，配合執(zhí)法與稽查，維護(hù)運(yùn)營(yíng)合規(guī)底線，確保騎手符合本地勞動(dòng)法規(guī)和平臺(tái)安全標(biāo)準(zhǔn)。
4. 匯總分析督導(dǎo)數(shù)據(jù)、客戶與騎手反饋，產(chǎn)出周度/月度/季度督導(dǎo)報(bào)告，推動(dòng)跨部門優(yōu)化改進(jìn)和專項(xiàng)提升項(xiàng)目落地。
5. 與服務(wù)體驗(yàn)團(tuán)隊(duì)、3PL管理團(tuán)隊(duì)及培訓(xùn)團(tuán)隊(duì)密切協(xié)作，針對(duì)地面發(fā)現(xiàn)的問題場(chǎng)景協(xié)同推進(jìn)流程優(yōu)化、培訓(xùn)覆蓋與服務(wù)體驗(yàn)升級(jí)。與法務(wù)及政策團(tuán)隊(duì)合作，應(yīng)對(duì)不斷變化的法規(guī)，持續(xù)提升合規(guī)管理水平。
1. Develop and continuously refine the on-site rider supervision SOP, covering sampling inspection processes, checklists, evaluation criteria, and reward-and-penalty mechanisms.Design and implement regional sampling plans based on core metrics—customer complaint rate, customer satisfaction, rider on-time service rate, equipment compliance rate, and safety incident rate.
2. On-site inspection of the patroller work, including the rider's compliance with SOP, service language, code of conduct, dress etiquette, and safety operation, scoring, guiding, and on-site correction.
3. Ensure compliance with government and platform requirements (document verification, safety gear usage, equipment checks); support law enforcement and audits to uphold operational compliance, ensure all riders meet local labor regulations and platform safety standards.
4. Compile and analyze supervision data alongside patroller, customer and rider feedback; produce weekly, monthly and quarterly supervision reports to drive cross-departmental improvements and targeted enhancement projects.
5. Work closely with the service experience team, 3PL management team, and training team to collaboratively promote process optimization, training coverage, and service experience upgrades for problem scenarios discovered on the ground. Partnering with legal and policy teams to adapt to evolving regulations and ensure compliance with best practices.
崗位基本需求
1. 3年以上外賣或即時(shí)配送行業(yè)現(xiàn)場(chǎng)督導(dǎo)、運(yùn)營(yíng)管理經(jīng)驗(yàn)，有當(dāng)?shù)厥袌?chǎng)經(jīng)驗(yàn)
2. 熟悉本地勞動(dòng)法，具備合規(guī)管理或執(zhí)行經(jīng)驗(yàn)
3. 熟悉騎手全流程運(yùn)營(yíng)、服務(wù)SOP及當(dāng)?shù)睾弦?guī)與安全法規(guī)
4. 有騎手管理策略經(jīng)驗(yàn)者優(yōu)先，了解騎手日常工作及常見違規(guī)場(chǎng)景
5. 具備優(yōu)秀的數(shù)據(jù)分析和項(xiàng)目管理能力，能獨(dú)立完成抽檢數(shù)據(jù)分析與可視化，并產(chǎn)出報(bào)告
6. 卓越的跨部門溝通、現(xiàn)場(chǎng)協(xié)調(diào)與執(zhí)行力，能快速響應(yīng)并解決一線運(yùn)營(yíng)問題。英語(yǔ)流利，具備阿拉伯語(yǔ)和印地語(yǔ)溝通能力者優(yōu)先
1. Minimum of 3 years' patroller management or rider operations management experience in food-delivery or instant-delivery industries, nice to have local experience.
2. Familiarity with local labor laws and experience working with or managing compliance efforts.
3. Familiar with the entire process of rider operation, service SOP, and local compliance and safety regulations.
4. Prior experience in rider management strategy is strongly preferred, and understanding the daily work and common violation scenarios of riders.
5. Excellent data analysis and project management skills, capable of independently completing sampling data analysis and visualization, and producing reports.
6. Excellent cross-departmental communication, on-site coordination, and execution skills, able to quickly respond and solve frontline operational problems. Fluent in English, with communication skills in Arabic and Hindi.
具備以下者優(yōu)先
有當(dāng)?shù)厥袌?chǎng)經(jīng)驗(yàn)，多年和騎手打交道，知道騎手的一些工作行為特點(diǎn)或一些風(fēng)險(xiǎn)點(diǎn)；有騎手合規(guī)經(jīng)驗(yàn)，了解當(dāng)?shù)胤ㄒ?guī)
Having experience in the local market and dealing with riders for many years, I am familiar with some of their work behavior characteristics or risk points; Experienced in rider compliance and familiar with local regulations.
崗位亮點(diǎn)
1. 參與美團(tuán)戰(zhàn)略級(jí)出海業(yè)務(wù)，與全球優(yōu)秀玩家正面交手；
2. 從0到1開拓新市場(chǎng)，體驗(yàn)創(chuàng)業(yè)激情；
3. 擁抱廣闊的業(yè)務(wù)戰(zhàn)場(chǎng)，有足夠的空間和靈活度發(fā)揮你的才能，實(shí)現(xiàn)職業(yè)生涯快速成長(zhǎng)；
4. 拓寬全球視野，和多元化團(tuán)隊(duì)一起協(xié)作。
1. Participate in Meituan's strategic overseas business and engage directly with top global players.
2. Develop new markets from 0 to 1 and experience the passion of entrepreneurship.
3. Embrace a vast business battlefield with ample space and flexibility to showcase your talents and achieve rapid career growth.
4. Broaden your global perspective and collaborate with a diverse team.